Best Buy & Geek Squad Policies

[senseless]

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Big_Hitter wrote:
Mods: any ETA on my digital coupon and shipping refund? 

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B.H., according to Elizabeths' cut and pasted copy of BBs'  so called 'Delivery Guarauntee', "Best Buy will automatically email affected customers a unique digital coupon no later than January 1, 2009.  Please note that any UPS delays DO NOT qualify for the holiday guarantee.",  they are blaming UPS. And You, I and probably 90% of customers who, like ourselves, believed that BB would take the appropriate actions (ie; communicating with UPS and upgrading delivery options to expedited, 3 day, etc.) to ensure ontime delivery, will not 'qualify' for the coupons. 

Anyone who actually receives a coupon, PLEASE post! So that the rest of us may have hope. (Yes, I'm being sarcastic, like $20 is going to make up for the hassle  they've caused me.)

[kkkash]

This exact offer is what was communicated to customers on our website with regard to our Holiday Guarantee:  "If you place a qualifying order* at BestBuy.com by 11:59 p.m. local time on Sunday, December 21, using Standard shipping, by 11 a.m. ET on Monday, December 22, using Expedited shipping, or by 11 a.m. ET on Tuesday, December 23, using Express shipping, we guarantee that we'll attempt delivery on or by December 24. If we don't, you will receive a $10 or $20 Best Buy digital coupon

I was not provided with this information as I ordered at the store.  The associate never mentioned BB had a back out of the guarantee plan nor is it on any of the paperwork I received.

[aok82]

I placed 2 orders 45 minutes apart on the morning of Dec. 21. Chose home delivery because they promised delivery by Christmas.  I received the second order (for a video game) on Dec. 24. The other order (also for a video game) has not been delivered yet.  Billing information received for both orders on Dec. 22 at 11:34 p.m.  Origin scan for order #2 was Dec. 22 at 6:42 pm in Indianapolis with departure scan at 11:25 pm the same day and was delivered to me in NJ on Dec. 24.  Origin scan for order #1 was Dec. 23 at 2:54 am also in Indianapolis with departure scan at 3:19 am that day, arrived in NJ on Dec. 26 but won't be delivered to me until Dec. 29.  And now Best Buy is refusing to give me a $10 digital coupon!!! Don't try to tell me the weather caused these two items to leave the same place a day apart!!!!!   Bad business Best Buy!! If you're going to back up your guaranteed Christmas delivery with coupons then give out the coupons to everyone who did not receive their items and stop trying to make excuses like blaming UPS or the weather!!! Half of the coupons would go unused anyway!! 

[Big_Hitter]

My order was placed the morning of 12/18 and it was shipped on 12/19.  I checked the tracking on 12/20 and it showed a 12/29 scheduled delivery.  My package sat in Hodgkins for two days and actually made it to Houston on 12/24, but it hasn't made it to my house yet.

When I called BB customer support on 12/20, they admitted they screwed up and offered to refund my shipping on the spot.  I told them I'd rather not have the package since it was a Christmas present and she undersood, although there was nothing she could do to help. 

BB is clearly in "nickel and dime" mode right now, probably due to direct orders from senior management.  I just want my $20 so I can get my wife something to complement her gift from Staples.

[micke008]

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Message Edited by micke008 on 12-28-2008 06:54 PM

[Big_Hitter]

Yes we can read and no, delivery was NOT attempted on or before 12/24. 

It doesn't matter if they shipped it via UPS, DHL or whatever.  The failsure is BBs quality control problem, not the carrier. 

Simply put, BB didn't put measures in place to ensure that packages would be delivered on time.

[Big_Hitter]

You guys shipped it out within a day, just with the wrong shipping method.  You can't ship something out UPS ground on 12/19 and "guarantee" a delivery attempt by 12/24. 

Your phone support person even admitted it was a screw up.

[Big_Hitter]

Mods: what's with the epic slow play on my $20 coupon and the shipping refund?

Thanks

[Elizabeth-BBY Community Supervisor]

Big_Hitter,

The guarantee states that you should receive the digital coupon emailed to you by January 1st.  You should also receive an email when the shipping has been refunded.

~Elizabeth

Community Supervisor

Best Buy Corporate

[Big_Hitter]

Thanks Elizabeth.  I finally received my wife's Christmas present today and it seems to be working fine, although about five days newer than I expected it to be.